SMS communication consent

Overview

Nuro provides an operations platform for compounding pharmacies. Pharmacies using Nuro send transactional text messages to their patients via Twilio — including prescription order confirmations, shipping updates, and 7-day follow-up check-ins from a licensed pharmacist. These messages are direct patient-care communications, not marketing.

How consent is collected

Patients are existing customers of the pharmacy. At the time of prescription intake, the pharmacy collects the patient's mobile phone number and informs the patient that prescription- related communications — including text messages — may be sent to that number. Consent is documented in the pharmacy's patient management system, alongside the patient's HIPAA-authorized release for communications.

The pharmacy obtains affirmative consent before any text message is sent. Patients who do not consent during intake are not added to the messaging system.

Message frequency

Patients typically receive one text message approximately seven days after a prescription ships, plus occasional refill reminders and order-status updates. Frequency is event-driven by the patient's active prescriptions — never marketing blasts. Patients with no active prescriptions receive no messages.

Example message

“Hi Jane, this is White Label Pharmacy following up on your recent prescription for Metformin HCl. How are you doing? Any questions? Reply here or call (833) 439-3788. Reply STOP to unsubscribe.”

Opting out

Patients may opt out of SMS communications at any time by replying STOP to any message received. The pharmacy will immediately cease all SMS communication to that number; no further messages will be sent. Patients can re-enroll later by contacting the pharmacy directly.

Patients may also reply HELP at any time to receive a help message with the pharmacy's contact information.

Privacy & security

Text messages contain only the patient's first name and the name of the prescribed medication. No date of birth, prescriber DEA number, diagnosis codes, or other protected health information (PHI) details beyond what is necessary for the patient to identify the message are transmitted.

All SMS traffic is routed through Twilio under a HIPAA Business Associate Agreement (BAA). Message contents are stored encrypted-at-rest within Nuro's platform. Standard message and data rates from the patient's carrier may apply.

Contact

For questions about SMS communications, contact the pharmacy directly using the number listed in any message you have received, or email hello@nurohq.com.